Customer Service Network Operations

Michael Meza

817-***-**** ************@*****.*** linkedin/in/michaelmezamdm

NETWORK OPERATIONS, MANAGEMENT, TECHNICAL SUPPORT EXPERT

Highly motivated technical manager with 19+ years of experience in electronics and network operations. Strong technical background in network maintenance as an individual contributor and supervisory roles. Responsible for full end to end program management in the network. Experienced in leading meetings, driving execution, building relationships with internal and external partners. Maintains responsibility for coordinating the delivery of professional services to clients. Handled and resolved all levels of customer escalations. Also managed the delivery of multiple project initiatives designed to enhance the services and level of support provided to the client. Contributed and helped the team meet all their metrics, while also maintaining the responsibility for the overall planning, organizing, directing, controlling and delivery of all projects prioritized in alignment with the client’s business needs. Took several years off to care for elderly family members, now looking to utilize skills and extensive experience in a technical or managerial role.

CORE COMPETENCIES

Network Trouble Isolation Escalation Resolution Network Engineering and redesign Strategic Planning Process Improvement Change Management Relationship Management Team Building Motivational Leader and Mentor Skilled Project Manager Analytical and Creative Technical Writing Scheduling Supervisory Microsoft Office ITL SAP SharePoint Excellent Communication Skills Bi-lingual Presentation Delivery Electronic Technician AC/DC

PROFESSIONAL EXPERIENCE

Service Technician Fort Worth, TX Callahan’s Appliance and Sales 03/2024-09/2024

Worked service orders on all types of household appliances. Listened to customers concerns and worked to resolve their appliance issues

●Customer Service - Worked face to face with customers troubleshooting and repairing their appliances.

●Sales- Would provide customers with product, information on new appliances if needed

Network Support Fort Worth, TX

ProtectAll by GBs 01/2023- 01/2024

Help facilitate the flow of claims to proper field technicians so the needed repairs are performed. Validate claims and verify information on each one

●Customer Service: Answer calls and help customers with their claim. Locate the best technicians for each claim in hard to serve area.

●Emerging Markets- helped recruit new technicians and handled customer service

Internet Sales Consultant 04/2022- 09/2022

Hiley Acura

Followed up with customers to determine needs. Educate them regarding new technology in suggested vehicles for their requirements. Find the right vehicle within their price point and ensure they are happy with their purchase.

●Customer Service: Work face to face with customers helping them find the vehicle they need and can afford. Also helping them resolve issues with their purchased vehicle.

●Emerging Marketing Distribution: Utilize E-marketing strategies and social media to bring in new customers into the dealership to see our vehicle

Service Executive and Project Manager Fort Worth, TX

Collabera for AT&T 05/2017-02/2018

Managed the process of engagement between AT&T and clients. Served as a key analyst between the sales team and the customer. Worked as subject matter expert on new technology and handled ordering, billing, disconnection of sites around the world both wireless and wired. Conducted weekly meetings with AT&T sales team and the Client discussing existing sites and new sites. Monitored traffic and reported on utilization or over utilization. Worked client escalations to resolution.

●Team Coordinator: Led and facilitated team events and weekly meetings with our client discussing metrics, new objectives and targets.

●Single Point of Contact: Acted as Lifecycle Manager for client and AT&T. Handled all sales, billing and new build projects. Answered all questions and resolved all troubles.

●Network Support: Helped reduce client outages and lowered their MTTR (Mean Time to Restore)

Service Assurance Sr. Specialist/NOC Center Manager/Senior Tech Support Fort Worth, TX

AT&T 02/2005 -02/2016

Managed and supervised a managed internet team of technicians. My team and I diagnosed troubles on chronic circuits from DSO to Optical levels in a 24-hour call center. Handled escalations at all levels from the beginning to resolution of the problem. Conducted and developed training for technicians at all levels for certification. Worked helping develop tools for remote testing of circuits and trouble isolation. Helped my technicians in trouble-shooting issues in all types of network devices. Coached and performed quality checks on technicians. Worked with each technician on a developmental plan.

●Reduced Quarterly Mean Time to Restore [MTTR] Center MTTR was headed downward 2.4% quarterly

●Employee Productivity: Employee Productivity was on a 2.5 % increase yearly with training and employee development.

●Employee Development: Center specialized training increased from 25% to 92% over the previous 3 years.

●Customer Satisfaction: Our center customer satisfaction was increasing 6.2% yearly with reducing MTTR

Network Center Technician Fort Worth TX

Southwestern Bell /SBC 07/1998-2/2005

Worked in call center trouble-shooting and isolating trouble in all types of circuits from DSO to optical. Worked rerouting traffic, monitoring data, placing cross-connects in sonet and DCS equipment. Used various remote test tools such as REACT, NMA, SARTS AND FLEXCOM. Became Lead Technician for our Center and worked helping my peer technicians resolve issues and get trouble tickets closed quickly in a timely manner.

Leadership: Trained and assisted all new technicians in our center on circuit and network trouble isolation. Helped technicians find ways to increase their productivity

●Training and Testing Aids: Worked developing and writing training aids and technical documents for center technicians and personnel

●Remotely tested high capacity lines and restored outages

●Monitored and isolated network issues in DCS or wiring.

EDUCATION

Associates in Computer and Electronic Engineering

Remington College

TRAINING AND CERTIFICATIONS

Cloud Computing

Six Sigma Green Belt

Fujitsu, Pairgain, and Teltrend Vendor Certification

AT&T Manager of the Month

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